Key Roles & Responsibilities

1. Act as the Single Point of Contact (SPOC) for patients and their families, ensuring a smooth, comfortable, and positive patient experience throughout their hospital stay.
2. Welcome, guide, and assist patients, attendants, and visitors by providing accurate information regarding hospital services, departments, admission procedures, and available facilities.
3. Coordinate with clinical, nursing, diagnostic, pharmacy, billing, housekeeping, dietary, and support services to facilitate timely patient care and service delivery.
4. Proactively visit inpatient areas to interact with patients and attendants, identify service gaps, and address concerns promptly.
5. Handle patient complaints, grievances, and service recovery activities professionally, ensuring timely resolution and escalation of critical issues when required.
6. Monitor patient satisfaction through feedback collection, bedside visits, surveys, and follow-up calls, ensuring continuous improvement in service quality.
7. Track and analyze patient feedback, complaints, compliments,



and service trends, and prepare periodic reports for management review.
8. Drive hospital-wide Service Excellence initiatives by promoting patient-centric care, hospitality standards, and best practices across departments.
9. Support the implementation of patient engagement programs, service quality projects, and customer experience improvement initiatives.
10. Ensure compliance with hospital policies, patient rights, ethical standards, guidelines, and quality protocols related to patient care and service excellence.
11. Coordinate VIP patient management by ensuring personalized care, timely communication, and seamless coordination with all concerned departments.
12. Educate patients and their families regarding hospital processes, discharge procedures, financial counseling referrals, and available patient support services.
13. Collaborate with Quality, Nursing, Medical Administration, Operations, and o

📌 Executive - Guest Realtions (Chennai)
🏢 Apollo Hospitals
📍 Chennai